On the 20th October I sent an email to old mutual services requesting a cancellation of a policy. On the 30th October I was debited for the same policy I requested to be cancelled. I phoned client services who confirmed that the policy was cancelled on the 29th October. When I queried as to why I was debited, I was told that the error would be picked up and the monies refunded in 7 days. Today, the 11th November I phoned again querying when would I get my refund and the operator informed me that no request on the system was initiated for the refund. I was also told that the cancellation date was the 29th October and that the debit order was on the same day. This is not true as I have the bank sms which shows the debit order was done the day after the policy was cancelled. Now the operator informs me that the refund process will be initiated. When I queried how much longer would I have to wait to get my refund, his response was he does not know. How long must one wait to get a refund??? This is the most pathetic service I have encountered
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